Pros
Flexibility when it comes to having to WFH more than the allowed one day in office. Teamwork among the department to help everyone get work done. Plenty of resources cross departmentally to help you navigate/troubleshoot operational obstacles and issues with agents/clients/vendors. Also a clearly driven model to avoid reactionary responses to problems/issues and come up with a proactive long term solutions after situation arise.
Kontras
Some more engagement and career coaching from middle management would be an area of recommendation to focus on in future. Also, messaging from senior to upper management after company layoffs was non-existent earlier this year. When I joined, there were regular town halls to allow employees a platform to voice concerns and ask questions but this was done away with in 2026 (not sure why, again no clear messaging/guidance from upper management). This left me (and others) with a sense of unease/instability within the organization that had me doubt my future with the company. More accountability and expectations need to be defined for middle management as some seem to not have adequate knowledge of day to day / system operations of desk workers and push reports, instead of digging in to more day to day struggles to help desk level workers.